News about OTRS.org 2009-07-01T00:00:00+00:00 OTRS.org News http://otrs.org/rss/ http://otrs.org/news/2009/otrs_2-3-beta4/ 2009-07-01T00:00:00+00:00

<p> The OTRS Team is pleased to announce the release of OTRS 2.4.0 beta4.<br/> Changes: <li>Bug# 3791 - Safari v3+4 cannot work with WYSIWYG editor (can't create a new ticket).</li> <li>Bug# 3796 - Admin notification edit screen is not coming proper in WYSIWYG editor.</li> <li>Bug# 3826 - In auto responses and agent notifications WYSIWYG is not working (raw html get's sent to recipient).</li> <li>Bug# 3881 - Dashboard shows no error message when http://otrs.org/rss/ is not reachable.</li> <li>Bug# 3924 - Dashboard "Upcoming Events" get wrong displayed Escalation time.</li> <li>Bug# 3882 - Dashboard does not set LastScreenOverview, that means after using the "back" link of a zoom screen not dashboard is shown again (be somewhere in the appliaction).</li> <li>Bug# 3911 - Not all Dashboard Functions e. g. charts are available in Internet Explorer 6.</li> <br/> <a href="http://otrs.org/releases/2.4.0-beta4/" class="small">[Release Note &amp; Download]</a> <a href="http://otrs.org/2.4/features/" class="small">[OTRS 2.4 Feature Liste]</a>

http://otrs.org/news/2009/otrs_2-3-beta3/ 2009-06-09T00:00:00+00:00

<p> The OTRS Team is pleased to announce the release of OTRS 2.4.0 beta3.<br/> Changes: <li>Fixed bug# 3852 - The Web Installer (installer.pl) reported (Error: Got no EncodeObject).</li> <li>Fixed bug# 3842 - Upgrading script "DBUpdate-to-2.4.pl" was not working when updating from beta1 to beta 2 (Error: Got no TicketObject).</li> <li>Fixed bug# 3868 - The replacement of %s in $Text{} contents did not work if the content was 0.</li> <li>Fixed bug# 3846 - The Generic Agent did not work properly as "Create Time" settings could not be set anymore with matched tickets.</li> <br/> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2009/000117.html" class="small">[full announcement]</a>

http://otrs.org/news/2009/otrs_2-3-beta2/ 2009-05-18T00:00:00+00:00

<p> The OTRS Team is pleased to announce the release of OTRS 2.4.0 beta2.<br/> Changes: <li>Fixed bug# 3618 - Fixed Ticket history screen (info located in table ticket_history.queue_id). In case of a TicketMove- Event the wrong queue_id, i.e. the old queue_id instead of the new queue_id was stored..</li> <li>Fixed bug# 3598 - Attachments were displayed incorrectly in the ticket zoom view when they were formerly located in the file system (AttachmentFS backend) and had been transferred into the AttachmentDB backend..</li> <li>Fixed bug# 3583 - A permission error was shown when a watched ticket was moved into a new queue where the moving agent had no read permissions.</li> <li>Fixed bug# 3805 - After an OTRS upgrade loging into OTRS failed and the following error message was shown: "Kernel/Output/HTML/NavBarTicketBulkAction.pm not found".</li> <br/> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2009/000116.html" class="small">[full announcement]</a>

http://otrs.org/news/2009/otrs_2-4-beta1/ 2009-04-20T00:00:00+00:00

<p> The OTRS Team is pleased to announce the release of OTRS 2.4.0 beta1.<br/> Major-News: <p> <u>"Licensing changed to AGPL Version 3"</u> </p> <p> Why AGPL instead of GPL? - AGPL and GPL are identical, with one exception: For software used in an SaaS environment Copyleft is effective in AGPL - which is not the case when using GPL. Keeping in mind the growing world of SaaS, ((otrs)) wants to ensure that future developments continue to return to the OTRS community. This is the reason for the switch to AGPL. </p> <p> Why v3 instead of v2? - GPL v2 is getting older and has, especially in the USA, various legal uncertainties. In the opinion of ((otrs)) GPL v3 is keeping the spirit of GPL v2, and at the same time has been tailored to new needs. ((otrs)) views GPLv3, more specifically AGPLv3, as being the best balanced Copyleft Open Source License available today, offering Protection for copyright owners and users and providing the best security under the law. </p> <p> <u>"New Management Dashboard"</u> </p> <p> The need for a system-spanning, next to real-time, and personalized presentation of useful information led to an integrated Management Dashboard. It is possible to create plug-ins to display content from individual extensions alongside the standard content. Standard plug-ins are: <li>Ticket volume (new &amp; open) from the last 24h, 48h and 72h</li> <li>Calendar including an overview of upcoming events (escalations, auto-unlocks, etc.)</li> <li>System-wide overview of ticket distribution within the queues</li> <li>First Response Time/Solution Time of Queues</li> <li>Integration of RSS</li> </p> <p> <u>"New Standard Reports"</u> </p> <p>The new reports provided with OTRS 2.4 are: <li>Created Tickets</li> <li>Closed Tickets</li> <li>SLA Analysis</li> <li>Required working time per customer / per queue</li> <li>Solution time analysis per customer / per queue</li> <li>Answer time analysis per customer / per queue</li> </p> <p> <u>"New Master/Slave Ticket Feature"</u> </p> <p> With the Master/Slave Ticket, it is possible to link multiple tickets of a similar nature, and handle them collectively. As soon as the problem is solved, only the master ticket must be closed. All other tickets will be closed automatically, and the solution text for the master ticket will be sent to all customers of slave tickets. </p> <p> A new link type 'Slave' will be available. All tickets with this Type of link will inherit the following actions from their Master ticket: </p> <p> <li>Status change</li> <li>Email answers</li> <li>Change in FreeText fields</li> <li>Notes</li> <li>Pending time changes</li> <li>Priority changes</li> <li>Owner changes</li> <li>Responsibility changes</li> </p> <p> <u>"New Rich-Text/HTML E-Mail Support (WYSIWYG)"</u> </p> <p> With this feature, it is now possible to write e-mails, notes, and notifications in rich text format (HTML format). Using a WYSIWIG editor (What You See Is What You Get), it is possible to comfortably write using formatted text and even include inline pictures. </p> <p> <u>"New Out-Of-Office Feature"</u> </p> <p> With this new feature it is possible for all users to activate "out-of-office" to notify colleagues and OTRS of the period of their absence. The out-of-office feature is active for a time frame set by the user. Activation of this feature has the following effects: </p> <p> In the lists in which an agent can be selected as owner or reponsible (i.e. Ticket creation or changing ownership), the period of absence and the time till return will be shown behind the user's name. This will help making the absence of the user more transparent. </p> <p> If an agent receives a follow-up during a period of absence, the ticket is automatically unlocked and a notifcation is sent to all agents in the queue. This allows immediate reaction to the customer follow-up by another service employee. </p> <p> <u>"New Ticket Overviews and global Bulk Action"</u> </p> <p> Flexibility of presentation within the ticket overview is a must. Based on the "S/M/L" (Small/Medium/Large) Ticket View every agent has the possibility to change the view for each type of overview (Queue View, Status View, etc) on-the-fly with a simple mouse click on the appropriate icon. This allows for the highest possible level of individualization and adjustment to any operational situation. </p> <p> Additionally, decentralization of the Bulk Action feature integrated the Bulk Action in all ticket overviews (Bulk Action allows processing of multiple tickets at a time). </p> <p> <u>"Postmaster Filter recognizes Follo-Ups to internal forwarded messages"</u> </p> <p> Currently, e-mail replies to forwarded articles arrive in OTRS as email-external. The problem is that the answers to these forwarded articles can be seen by the customer in the web- interface. Although it is possible to classify e-mails of an entire domain as email-internal, this only shifts the problem. Also, such step makes it impossible to properly service customers in the domain, as the customer would not be able to track tickets in the customer web-interface any more. With this new feature, e-mail replies can be traced back, and email- internal or email-external will be set based upon the original Forward-Article type. </p> <p> <u>"READ-ONLY Permissions and Notifications with watched Tickets"</u> </p> <p> In the current release of OTRS it is possible for a user to maintain a Watched Tickets List. This feature is dealing with tickets marked as "subscribed" by a user. It has the advantage that users no longer lose track of tickets marked as "sub- scribed", and are able to view them on an individual list. The "Read-Only" Feature - Up to now, tickets marked as "sub- scribed" were shown in a list, however, the agent could only actually view them if they were in a queue for which the agent had read permissions. With the "Read-Only" Feature, agents subscribed to a ticket always have read permissions on the ticket, even if the ticket is moved to a queue where the agent has no permissions. "Notify" Feature - Via a personalized setting, every agent can define whether or not to receive notifications about tickets, just as the owner and responsible of a ticket would receive. This allows for active tracking of watched tickets. </p> <p> <u>"Secure SMTP"</u> </p> <p> OTRS can receive and send mails in multiple ways. All currently available methods for receiving emails have been implemented within OTRS 2.3 (POP3,POP3S,IMAP,IMAPS). Until now, there were two options for sending emails: using a local MTA (Sendmail, Postfix, etc.) or per SMTP. In OTRS 2.4.x, SMTPS (Sercure SMTP) has been implemented in order to keep up to the growing security standards. </p> <br/> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2009/000115.html" class="small">[full announcement]</a>

http://otrs.org/news/2009/otrs_admin_training5/ 2009-02-16T00:00:00+00:00

<p> Starting on 27/04/2009 an OTRS admin training takes place at the Linux Hotel in Essen, Germany. This 3-day training gives you the possibility to experience OTRS in a small group. Get to know all about installing OTRS on different platforms, how to configure the system for various scenarios, customize the frontend, etc. <br/> Thanks! </p> <a href="http://www.linuxhotel.de/kurs/otrs/" class="small">[http://www.linuxhotel.de/] (German)</a>

http://otrs.org/news/2009/otrs_2-3-4/ 2009-01-22T00:00:00+00:00

<p> The OTRS Team is pleased to announce the latest stable release of OTRS 2.3.<br/> </p> <p> Enhancements: <li>Updated Chinese translation, thanks to Never Min!</li> <li>New Support Assessment module included - The integrated Support Assessment tool allows you to check relevant Installation and configuration settings in order to optimize your OTRS. Therefor the integrated module checks several system components e.g. database, operating system, webserver and OTRS itself.</li> </p> <p> Bugfixes: <li>Bug #3459 - Tickets in the state "pending" were not escalated but were shown in the escalation overview with a false timestamp calculation (34512 days).</li> <li>Bug #3367 - Escalation of a first response was not stopped by an external notification (which was working in OTRS 2.2.x).</li> <li>Bug #2730 - Sending mails to MS Exchange Server 2007 failed with Message: "Bad file descriptor!". It was a network connection issues. Added a workaround to force the system trying to send it 3 times before giving up.</li> </p> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2009/000113.html" class="small">[full announcement]</a>

http://otrs.org/news/2008/nagios_otrs_plugin/ 2008-12-31T00:00:00+00:00

<p> Nagios is the industry standard in enterprise-class monitoring for good reason. It allows you to gain insight into your network and fix problems before customers know they even exist. It's stable, scalable, supported, and extensible. </p> <p> There are two brand new Nagios plugin check modules available on www.nagiosexchange.org: </p> <p> <u>1) check_otrs.pl</u> <br/> <a href="http://www.nagiosexchange.org/cgi-bin/page.cgi?g=Detailed%2F2865.html;d=1">This plugin checks a OTRS MySQL-database for 'new' or 'open' tickets. (for Nagios x.3, added: Mon Dec 22 2008, author: Michael Glaess)</a> </p> <p> <u>2) check_otrs.php</u> <br/> <a href="http://www.nagiosexchange.org/cgi-bin/page.cgi?g=Detailed%2F2874.html;d=1">Checks otrs database for tickets with specified queue and ticket state. (for Nagios x.1, x.2, x.3, added: Wed Dec 31 2008, author: Bjoern Becker)</a> </p> <p> PS: Some more functionality is provided by the "SystemMonitoring" package which can be installed via the OTRS Package Manager (in the admin area). The Module includes the script "otrs.NagiosCheck.pl" which is designed to be run directly as a nagios check script. It provides nearly all search possibilities of the OTRS backend, e.g. you can alert via nagios if tickets are escalated for a specific time period. For more info see also <a href="/media/nagios_conference_2008_en.pdf">Talk of Jens Bothe at Nagios Conference 2008</a>. </p> <a href="http://www.nagios.org/" class="small">[http://www.nagios.org/]</a>

http://otrs.org/news/2008/otrs_admin_training5/ 2008-11-27T00:00:00+00:00

<p> Starting on 26/01/2009 an OTRS admin training takes place at the Linux Hotel in Essen, Germany. This 2-day training gives you the possibility to experience OTRS in a small group. Get to know all about installing OTRS on different platforms, how to configure the system for various scenarios, customize the frontend, etc. <br/> Thanks! </p> <a href="http://www.linuxhotel.de/kurs/otrs/" class="small">[http://www.linuxhotel.de/] (German)</a>

http://otrs.org/news/2008/service_desk_forum/ 2008-11-21T00:00:00+00:00

<p> Meet OTRS at Service Desk Forum 2008 in Mainz, Germany. Speaker, Hauke Böttcher talks about "OTRS - Open Source Servicedesk &amp; IT Service Management Solution" on Tuesday, 25-11-2008 at 16:45 (Speakers Corner). </p> <p> Our demo point is #13. We would be pleased to meet people who are interested in OTRS. A demo version will be available. <br/> Thanks! </p> <a href="http://www.service-desk-forum.de/" class="small">[http://www.service-desk-forum.de/] (German)</a>

http://otrs.org/news/2008/openNMS/ 2008-11-12T00:00:00+00:00

<p> We are really proud to inform you that there is an interface available to connect your OTRS installation with the well known enterprise grade network management solution openNMS! </p> <p> <!--The module which is available via the OTRS package manager or via the FTP-server (ftp.otrs.org) was written by Jonathan Sartin who is with openNMS.--> The module is using webservices for the communication in between OTRS and openNMS. Based on network alerts the module creates tickets to inform the servicedesk about network issues. A detailed installation manual will be found at <a href="http://www.opennms.org/index.php/OTRS_Integration">http://www.opennms.org/index.php/OTRS_Integration</a>. </p> <a class="small" href="http://www.opennms.org/">[What is openNMS?]</a> <a class="small" href="http://www.opennms.org/index.php/OTRS_Integration">[detail information]</a> <a class="small" href="http://sourceforge.net/project/showfiles.php?group_id=4141&package_id=295626&release_id=634063">[download openNMS.opm for OTRS directly, will be available via OTRS repository soon]</a>

http://otrs.org/news/2008/sirios/ 2008-10-20T00:00:00+00:00

<p> We are proud to announce the stable release SIRIOS 2.2.1. </p> <p> SIRIOS is a well proven solution based on OTRS that has been designed to efficiently handle IT security incidents. The software was designed focussing on CERTs and their specific requirements but might also be used in any environment where organizational (IT-) security incidents need to be managed. </p> <p> SIRIOS 2.2. requires a pre-installation of OTRS 2.3. </p> <a class="small" href="ftp://ftp.sirios.org/pub/otrs/sirios/packages/">[ftp://ftp.sirios.org/]</a> <a class="small" href="/download/">[download]</a> <a class="small" href="http://lists.otrs.org/pipermail/sirios-announce/2008-October/000006.html">[full announcement]</a>

http://otrs.org/news/2008/sirios/ 2008-10-08T00:00:00+00:00

<p> We are proud to announce that SIRIOS 2.2.0 beta2 has been released today. The stable minor release is planned to be released Oct. 20th 2008. </p> <p> SIRIOS is a well proven solution based on OTRS that has been designed to efficiently handle IT security incidents. The software was designed focussing on CERTs and their specific requirements but might also be used in any environment where organizational (IT-) security incidents need to be managed. </p> <p> Bugfixes: <li>Bug #3337 - A queue of the IDMEF-Workflow did not exist.</li> <li>Bug #3338 - An install intro for the XML2 module has been added.</li> <li>Bug #3339 - The 'Add'-buttons on the edit mask did not work (Advisory module)</li> <li>Bug #3340 - The IDMEF export via ticket did not work.</li> </p> <p> SIRIOS 2.2. requires a pre-installation of OTRS 2.3. </p> <a class="small" href="http://www.sirios.org">[What is SIRIOS?]</a> <a class="small" href="ftp://ftp.sirios.org/pub/otrs/sirios/packages/">[ftp://ftp.sirios.org/]</a> <a class="small" href="http://lists.otrs.org/pipermail/sirios-announce/2008-October/000005.html">[full announcement]</a>

http://otrs.org/news/2008/otrs_2-3-3/ 2008-10-07T00:00:00+00:00

<p> The OTRS Team is pleased to announce the latest stable release of OTRS 2.3.<br/> </p> <p> Bugfixes: <li>Bug #3314 - Escalation time was not updated correctly.</li> <li>Bug #3251 - Was not able to fetch emails via POP3s (Can't connect to) from gmail or MS Exchange mailboxes.</li> <li>Bug #3261 - Agent got escalation notifications in his web interface for tickets with read-only permission. (normally read/write permission is required to receive an escalation notification).</li> <li>Bug #3158 - Tickets in a pending state escalated although The escalation time should have been set out.</li> <li>Bug #3315 - GenericAgent was not working with pending time options. An error log message got logged, the job was not executed.</li> </p> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2008/000104.html" class="small">[full announcement]</a>

http://otrs.org/news/2008/sirios/ 2008-09-24T00:00:00+00:00

<p> We are proud to announce that SIRIOS 2.2.0 beta1 has been released today. The stable minor release is planned to be released Oct. 20th 2008. </p> <p> SIRIOS is a well proven solution based on OTRS that has been designed to efficiently handle IT security incidents. The software was designed focussing on CERTs and their specific requirements but might also be used in any environment where organizational (IT-) security incidents need to be managed. </p> <p> SIRIOS 2.2. requires a pre-installation of OTRS 2.3. </p> <a class="small" href="http://www.sirios.org">[What is SIRIOS?]</a> <a class="small" href="ftp://ftp.sirios.org/pub/otrs/sirios/packages/">[ftp://ftp.sirios.org/]</a> <a class="small" href="http://lists.otrs.org/pipermail/sirios-announce/2008-September/000004.html">[full announcement]</a>

http://otrs.org/news/2008/nagios/ 2008-09-11T00:00:00+00:00

<p> Meet OTRS at Nagios Conference 2008 in Nuremberg, Germany (2008/09/11 until 2008/09/12). Wolfgang Barth is taking about "Integration of Nagios &amp; OTRS" and Jens Bothe holding a workshop about "Nagios &amp; OTRS Extentions". </p> <a href="http://www.netways.de/english/nagios_konferenz/y2008/" class="small">[Nagios Conference 2008, Nuremberg]</a> <a href="http://www.netways.de/nagios_konferenz/y2008/programm/v/nagios_otrs/" class="small">[Talk, Wolfgang Barth (german only)]</a> <a href="http://www.netways.de/nagios_konferenz/y2008/programm/w/otrs_workshop/" class="small">[Workshop, Jens Bothe (german only)]</a>

http://otrs.org/news/2008/otrs_2-3-2/ 2008-08-25T00:00:00+00:00

<p> The OTRS Team is pleased to announce the latest stable release of OTRS 2.3.<br/> </p> <p> Bugfixes: <li>Bug #3139 - Queue updates in the admin interface were not working with Oracle, Postgres and DB2 data bases.</li> <li>Bug #3076 - Ticket escalations based on update time were not working properly as the probably were ignored.</li> <li>Bug #3064 - Java Script Error appeared in phone and email ticket screen when "Internet Explorer 7" was used.</li> <li>Bug #3219 - It's not possible to use cache (TTL) feature for CustomerUser backends between 1-10.</li> <li>Bug #3216 - Customer Ticket search in customer panel returns links to internal articles. No permission screen appears.</li> <li>Bug #3198 - ACL is not working for services pull down in Customer Panel for creating new tickets.</li> </p> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2008/000100.html" class="small">[full announcement]</a>

http://otrs.org/news/2008/otrs_admin_training4/ 2008-08-14T00:00:00+00:00

<p> Starting on 13/10/2008 an OTRS admin training takes place at the Linux Hotel in Essen, Germany. This 2-day training gives you the possibility to experience OTRS in a small group. Get to know all about installing OTRS on different platforms, how to configure the system for various scenarios, customize the frontend, etc. <br/> Thanks! </p> <a href="http://www.linuxhotel.de/kurs/otrs/" class="small">[http://www.linuxhotel.de/] (German)</a>

http://otrs.org/news/2008/otrs_2-3-1/ 2008-08-05T00:00:00+00:00

<p> The OTRS Team is pleased to announce the release of OTRS 2.3.1.<br/> Major Key Changes: </p> <li><u>"Performance, Performance, Performance!"</u> <ul> <li>Data base- &amp; code-improvements increase lead to a general performance gain of up to 20%.</li> <li>The support of an indexed full text search has been added. The feature is disabled per default because additional disc space is needed. The expected performance gain is 50%.</li> <li>Reduced reloads by using AJAX technology</li> <li>Instead of an ongoing recalculating of the escalation time during the run time, it is only recalculated when it changes due to an event in OTRS. It is then being stored in the ticket object which allows a direct access of external reporting tools to the data base as well as a more efficient reporting on escalations. This will also lead into a substantial performance improvement.</li> </ul> <li><u>Search Functionality</u></li> <ul> <li>Support of logical expressions: ticket-, customer- and FAQ- search supports logical expressions, utilizing the AND, OR and ! operators as well as structuring expressions with parentheses.</li> <li>Search for ticket numbers by using the Browser OpenSearch feature (OpenSearch format).</li> <li>Search for ticket titles in the agent ticket search form and in the generic agent.</li> <li>Search for ticket close time in the agent ticket search form and in the generic agent.</li> </li> </ul> <li><u>Ticket Zoom &amp; Ticket Move</u></li> <ul> <li>Expand/Collapse of articles: the article view can be expanded to display all articles at once. The current article will remain in focus, and the preceding, or following articles will be displayed.</u> <li>Structured article tree - The article tree has been changed to a table.</li> <li>Printing of articles has been realized.</li> <li>The ticket title of linked tickets are displayed in case of a mouse over action.</li> <li>Merged tickets are displayed crossed out.</li> <li>Multiple files can be attached while moving a ticket using the ticket move mask.</li> </li> </ul> <li><u>Ticket FreeText &amp; FreeTime opportunities</u></li> <ul> <li>When splitting a ticket, all FreeText and Free Time data will be copied to the new ticket.</li> <li>Ticket Free Time fields can be declared as mandatory.</li> <li>A URL can be configured that takes the value of a FreeText Field and displays it as an URL link in the ticket.</li> <li>Added X-OTRS-TicketTime and X-OTRS-FollowUp-TicketTime.</li> </li> </ul> <li><u>IMAP, IMAPS, POP3 &amp; POP3S support</u></li> <ul> <li>With OTRS 2.3 IMAP, IMAPS, and POP3S is supported to fetch mails from your MTA.</li> </ul> <li><u>Security</u></li> <ul> <li>In case of a lost password, OTRS is sending an e-mail to the user with a "password reset link". After clicking this link the new password is sent to the user in a second e-mail.</li> </li> </ul> <li><u>Notifications &amp; Escalations</u></li> <ul> <li>All agents that have a read permission on a certain queue can be selected for notification.</li> <li>An escalation view has been added that displays all tickets sorted by their remaining time to escalation.</li> </li> </ul> <br/> And many new other features! <br/> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2008/000099.html" class="small">[full announcement]</a>

http://otrs.org/news/2008/otrs_2-3-rc1/ 2008-07-22T00:00:00+00:00

<p> The OTRS Team is pleased to announce the release of OTRS 2.3.0 rc1.<br/> </p> <p> Enhancements: <li>Added Ingres 2006 R3 database experimental support.</li> <li>Updated norwegian translation, thanks to Fredrik Andersen!</li> <li>Updated finish translation, thanks to Mikko Hynninen!</li> <li>Updated catalonian translation, thanks to Antonio Linde!</li> <li>Updated french translation, thanks to Yann Richard!</li> <li>Updated persian translation, thanks to Amir Shams Parsa!</li> </p> <p> Bugfixes: <li>Fixed Bug #2712 - Emails of a POP3 or IMAP box got deleted/lost independently of their actual processing status. A safety check has been implemented, that prevents e-Mails from getting lost.</li> <li>Fixed Bug #3098 - Ticket number search in the new link mask does'nt work correctly. '*' at the beginning and the end of a search string was added automatically.</li> <li>Fixed Bug #3012 - Statistic module was probably not accessible. It failed with a message "Got no UserLanguage".</li> <li>Fixed Bug #3066 - Login after initial setup sometimes failed. The new CPAN module XML::Parser::Lite crashed if XML::Parser was'nt installed, so the creation of config files (based on XML files) were denied.</li> </p> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2008/000098.html" class="small">[full announcement]</a>

http://otrs.org/news/2008/otrs_2-3-beta4/ 2008-07-07T00:00:00+00:00

<p> The OTRS Team is pleased to announce the release of OTRS 2.3.0 beta4.<br/> Changes: <li>Fixed bug #3053 - AJAX functionality within the ticket interface wasn't working properly when the cookies support was disabled in the browser.</li> <li>Fixed bug #3046 - Creating a new Phone- or Email-Ticket in the agent interface required to click twice on the "create" botton.</li> <li>Fixed bug #3047 - Once assigned it wasn't possible to reset services and slas to the option &gt;none&lt; in the AgentTicketNote screen.</li> <li>Fixed bug #2960 - OTRS update script "scripts/DBUpdate-to-2.3.pl" failed if there existed no config file (ZZZAuto.pm). The script now creates a new file if there is no existing config file (ZZZAuto.pm) found.</li> <li>Fixed bug #3029 - Search results in the agent interface of linkable objects were not sorted correctly.</li> <li>Fixed bug #3030 - If the same linked ticket was linked again the user didn't get the intended error message in the web interface.</li> <li>Fixed bug #3034 - The "Article sort order" in the Ticket Zoom screen wasn't working properly while using the new Expand/Collapse feature.</li> <li>Fixed bug #3059 - New ticket fulltext search feature wasn't working properly because of a missing "article_search" table in *.sql create scripts.</li> </p> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2008/000097.html" class="small">[full announcement]</a>

http://otrs.org/news/2008/otrs_2-3_request-for-translations/ 2008-07-05T00:00:00+00:00

<p> <font size="+1" color="red">We need your help! Update OTRS translation files!</font> </p> <p> <img src="/images/i18n-small.jpg" align="right" border="0" alt="i18n"> A long time is over and we are at the end of the OTRS 2.3 beta time line. So it's time to give the current OTRS translation state to you to show where help for OTRS is needed.<br/><br/> It would be very nice if you could help to update your language file and just send it back to the OTRS team.<br/> The current files can be found in the latest beta release under <a href="http://cvs.otrs.org/viewvc.cgi/otrs/Kernel/Language/">http://cvs.otrs.org/viewvc.cgi/otrs/Kernel/Language/</a>. </p> <br/> <a href="http://users.otrs.com/~me/i18n/" class="small">[our daily refreshed i18n status page]</a>

http://otrs.org/news/2008/otrs_2-3-beta3/ 2008-06-26T00:00:00+00:00

<p> The OTRS Team is pleased to announce the release of OTRS 2.3.0 beta3.<br/> Changes: <li>Fixed bug# 1565 - A responsible Agent wasn't updated when a new phone or e-mail ticket was created.</li> <li>Fixed bug# 2957 - Merged ticket wasn't shown as 'canceled' in the linked objects table.</li> <li>Fixed bug# 2969 - Users were unable to pass the login screen, error message: 'undefined value as a HASH reference at Kernel/System/Ticket/ IndexAccelerator/RuntimeDB.pm line 57'.</li> <li>Fixed bug# 2979 - Agents were unable to work on tickets, even with rw permissions error message: "no permission".</li> <li>Fixed bug# 2980 - Every time when IMAP or IMAPs was executed, Agents got a cron email (message: 'use of uninitialized value in numeric gt (&gt;) at')</li> <li>Fixed bug# 3005 - AJAX functionality in the phone and email ticket mask wasn't working for Service and SLAs.</li> </p> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2008/000096.html" class="small">[full announcement]</a>

http://otrs.org/news/2008/sugar_crm/ 2008-06-15T00:00:00+00:00

<p> SugarCRM is a Customer Relationship Management (CRM) software. Florian Treml started a project to connect SugarCRM with OTRS. If you use OTRS and SugarCRM you will be able to sync OTRS Tickets with Sugar Cases. </p> <a href="http://en.wikipedia.org/wiki/SugarCRM" class="small">[http://en.wikipedia.org/wiki/SugarCRM]</a> <a href="http://www.sugarforge.org/projects/zuckersync4otrs/" class="small">[http://www.sugarforge.org/projects/zuckersync4otrs/]</a>

http://otrs.org/news/2008/otrs_2_2_7/ 2008-06-04T00:00:00+00:00

<p> The OTRS Team is pleased to announce a minor bug fix release, OTRS 2.2.7. </p> <u>Fixes:</u> <br/> <li>Bug #2934 - PostmasterPOP3.pl - crashes on "malformed UTF-8 character (fatal)..." on incoming emails. Improved UTF-8 valid check to process also invalid emails (mostly junk emails).</li> <li>Bug #2822 - Fixed empty Ticket Number in subject of Bounce Notification to customer/sender (Bounced emails got no subject).</li> <li>Bug #2829 - Fixed local system email address (OTRS email address) is always set to CC option in compose email answer screen. Removed system email address automatically from Cc option now.</li> <li>Bug #2882 - Fixed SQL foreign key syntax in otrs-schema-post.mysql.sql on InnoDB.</li> <li>Bug #2683 - $QData{"OrigFrom"} in Reply leads to wrong quote in email answer if sender is agent (To of origin email is used).</li> <li>Bug #2870 - Fixed Customer-Frontend: No Access to Company Tickets (CustomerIDCheck fails).</li> <li>And other small bugfixes.</li> <br/> <u>Enhancements:</u> <br/> <li>Added new estonian translation. Thanks to Lauri Jesmin!</li> <li>Added new catalonian translation. Thanks to Antonio Linde!</li> <br/> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2008/000095.html" class="small">[full announcement]</a>

http://otrs.org/news/2008/otrs_2-3-beta2/ 2008-06-02T00:00:00+00:00

<p> The OTRS Team is pleased to announce the release of OTRS 2.3.0 beta2.<br/> Changes: <li>Fixed bug# 2500 - Fixed issues with umlauts in queue names.</li> <li>Fixed bug# 2902 - Fixed examples for salutation and signature in the admin interface.</li> <li>Fixed bug# 2940 - Fixed SQL in update script (scripts/DBUpdate-to-2.3.*.sql).</li> <li>Fixed bug# 2891 - Fixed typo in bounce notification.</li> <li>Fixed bug# 2956 - Ticket escalation with SLAs is working again.</li> <br/> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2008/000094.html" class="small">[full announcement]</a>

http://otrs.org/news/2008/otrs_2-3-beta1/ 2008-05-19T00:00:00+00:00

<p> The OTRS Team is pleased to announce the release of OTRS 2.3.0 beta1.<br/> Changes: <p> <u>"Performance, Performance, Performance"</u> <li>Data base- &amp; code-improvements increase lead to a general performance gain of OTRS up to 20%.</li> <li>The support of an index full text search has been added. The feature is disabled per default because additional disc space is needed. The expected performance gain is 50%.</li> <li>Reduced reloads by using AJAX technology.</li> <li>Instead of an ongoing recalculating of the escalation time during the run time, it is only recalculated when it changes due to an event in OTRS. It is then being stored in the ticket object which allows a direct access of external reporting tools to the data base as well as a more efficient reporting on escalations. This will also lead into a substantial performance improvement.</li> </p> <p> <u>"Search functionality"</u> <li>Support of logical expressions: ticket-, customer- and FAQ- search supports logical expressions, utilizing the AND, OR and ! operators as well as structuring expressions with parentheses.</li> <li>Search for ticket numbers by using the Browser OpenSearch feature (OpenSearch format).</li> <li>Search for ticket titles in the agent ticket search form and in the generic agent.</li> <li>Search for ticket close time in the agent ticket search form and in the generic agent.</li> </p> <p> <u>"Ticket Zoom &amp; Ticket Move"</u> <li>Expand/Collapse of articles: the article view can be expanded to display all articles at once. The current article will remain in focus, and the preceding, or following articles will be displayed.</li> <li>Structured article tree - The article tree has been changed to a table.</li> <li>Printing of articles has been realized.</li> <li>The ticket title of linked tickets are displayed in case of a mouse over action.</li> <li>Merged tickets are displayed crossed out.</li> <li>Multiple files can be attached while moving a ticket using the ticket move mask.</li> </p> <p> <u>"Ticket FreeText & FreeTime Options"</u> <li>When splitting a ticket, all FreeText and Free Time data will be copied to the new ticket.</li> <li>Ticket Free Time fields can be declared as mandatory.</li> <li>A URL can be configured that takes the value of a FreeText Field and displays it as an URL link in the ticket.</li> <li>Added X-OTRS-TicketTime and X-OTRS-FollowUp-TicketTime for postmaster X-Header.</li> </p> <p> <u>"IMAP, IMAPS &amp; POP3S Support"</u> <li>With OTRS 2.3 IMAP, IMAPS, and POP3S is supported to fetch mails from your mail server.</li> </p> <p> <u>"Security"</u> <li>In case of a lost password, OTRS is sending an e-mail to the user with a "password reset link". After clicking this link the new password is sent to the user in a second e-mail.</li> </p> <p> <u>"Escalation View"</u> <li>An escalation view has been added that displays all tickets sorted by their remaining time to escalation.</li> </p> <br/> <a href="ftp://ftp.otrs.org/pub/otrs/" class="small">[ftp://ftp.otrs.org/pub/otrs/]</a> <a href="http://lists.otrs.org/pipermail/announce/2008/000093.html" class="small">[full announcement]</a>

http://otrs.org/news/2008/otrs_admin_training3/ 2008-05-09T00:00:00+00:00

<p> Starting on 30/06/2008 an OTRS admin training takes place at the Linux Hotel in Essen, Germany. This 2-day training gives you the possibility to experience OTRS in a small group. Get to know all about installing OTRS on different platforms, how to configure the system for various scenarios, customize the frontend, etc. <br/> Thanks! </p> <a href="http://www.linuxhotel.de/kurs/otrs/" class="small">[http://www.linuxhotel.de/] (German)</a>

http://otrs.org/news/2008/cnet-com-blog-matt-asay/ 2008-05-06T00:00:00+00:00

<p> Matt Asay posted on the CNET.com Blog "The Open Road" about OTRS. </p> "OTRS, an open-source ticket system worth watching" <p> [...]<br/> A year or so ago I was looking around for a good ticketing system and came across OTRS. Looking around the ticketing system landscape, it's hard to miss OTRS. There are others, of course, like Request Tracker, but based on the numbers OTRS appears to be the leading ticketing system. <br/> <br/> It's an impressive system with an equally impressive list of over 150 paid customers, including Nokia, Siemens, Lufthansa, Boeing, NASA Ames Research Center, Amnesty International, and Fujitsu Microelectronics America. If you believe that technology companies are good bellwethers of smart technology decisions, then OTRS has this in spades (including free use of OTRS by Intel and Sun, as well as GE and the American Stock Exchange, and 6,000 other companies). <br/> [...] </p> <br/> <a href="http://www.cnet.com/8301-13505_1-9929001-16.html" class="small">[Read more: http://www.cnet.com/8301-13505_1-9929001-16.html]</a>

http://otrs.org/news/2008/otrs_itsm_1-1-1/ 2008-05-05T00:00:00+00:00

<p> The OTRS Team is pleased to announce a feature OTRS extention, OTRS::ITSM 1.1.1. </p> OTRS::ITSM is an addon to OTRS 2.2 to support ITIL compliant IT service management. <br/> <u>New features:</u> <br/> <li>Authorization concept - each object: Service/SLA, Location, CI, Linkobject no create an own group, so the agents rights can be assigned more granulary.</li> <li>Services can be assigned to authorized customers. Further more, services may be assigned as general 'defaultservices' which are valid for use for each customer.</li> <li>A structured tree view on services &amp; CIs including information on each objects current status allows to analyse an incident and calculate the incidents impact on affected services and customers.</li> <li>A service agent may search, select and assign any of a customers configuration items (CIs) while recording an incident ticket.</li> <li>Configuration items (CIs) may now be imported and exported in a CSV file or by using the API.</li> <li>A huge variety of additional reports have been created, e.g.:</li> <ul> <li>Total of all ever created tickets per ticket-type and priority; status; queue; service</li> <li>Monthly overview of all ever created tickets of a previous month per ticket-type; priority; status; queue; service</li> <li>Total of all configuration items (CIs) created in a previous month per class; per status</li> <li>Total of all configuration items (CIs) created per class; per status</li> <li>Total of all configuration items (CIs) created in a defined period per class; per status</li> <li>First time solution rate of all ever created tickets per ticket-type and priority; queue; service</li> <li>First time solution rate in a previous month per ticket-type; per priority; per queue; per service</li> <li>First time solution rate in a defined period per ticket-type and priority; queue; service</li> <li>Average resolution time of all ever created tickets per ticket- type and priority; queue; service</li> <li>Average resolution time in a previous month per ticket- type and priority; queue; service</li> <li>Average resolution time in a defined period per ticket- type and priority; queue; service</li> </ul> <li>Added print function for CIs, Services, SLAs, Locations</li> <br/> <a href="http://lists.otrs.org/pipermail/itsm-announce/2008/000020.html" class="small">[full announcement]</a>

http://otrs.org/news/2008/faq_1-3-1/ 2008-04-09T00:00:00+00:00

<p> The OTRS Team is pleased to announce a feature release, FAQ 1.3.1. </p> <u>Enhancements:</u> <br/> <li>FAQs may be inserted at a cursors position in a mail body while composing messages to the customer.</li> <li>Multiple attachments may now be attached to the FAQ article.</li> <li>RSS support has been relealized for public FAQ articles which means you will be informed about new posted FAQs.</li> <br/> <u>Fixes:</u> <li>Bug #2722 - Saving a category lead to an error if no comment was given. A validation has been added to ensure that a comment is mandatory.</li> <li>Bug #2445 - After installing the FAQ module and creating a new article, it was not possibe to select a category because of missing permission. A new check has been added to inform the user that permissions need to be set.</li> <li>Bug #2305, 1783 - After having used the FAQ while creating a ticket, OTRS now switches back to the ticket zoom instead of the FAQ explorer view which was a bug.</li> <li>Bug #2033 - FAQ articles that contain attachments may now be deleted. The issue was caused by a database foreign key issue.</li> <li>Bug #2381 - Links between a FAQ articles and tickets (even those a customer is not permitted to view) have been removed in the customer interface.</li> <li>And some other small bugfixes.</li> <br/> Installation/Upgrade: <br/> Quite simple, just use the OTRS package manager in your OTRS administration interface and click on your OTRS.org online repository to install or upgrade the FAQ. <br/> <a href="http://lists.otrs.org/pipermail/announce/2008/000090.html" class="small">[full announcement]</a>